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Terms & Conditions:
Ocado Product Life Guarantee
Ocado has developed a unique system to help its customers choose products with sufficient product life by guaranteeing to deliver goods with a certain number of day's life. This will be done by displaying on the website the specified number of days until the expiry of the period indicated by the 'use by' or 'best by' date stamped on the product. We use our best endeavours to meet the product life specified on the website, but there may be a small number of exceptions within the millions of products supplied each week. As a general matter, we will promptly and fully refund the price of any goods that do not meet with your reasonable satisfaction if you notify us within the time period set out in our purchase terms. This applies also to any products that do not meet the amount of guaranteed shelf life, and you will not need to show any other fact to demonstrate that you are not satisfied with their condition.
The life of a product is determined by the expiry date printed on a particular product. If there is more than 1 expiry date on a product, it is the latter that counts (usually called 'use-by' date). If there is a difference between the expiry date on the product and the information listed on your customer receipt, it is the expiry date on the product that counts.
On the website, we will indicate the Life Guarantee for each product (if applicable) that we deliver to you. We will specify the product life as being any of:
- A specified number of days, being 7 or less;
- over 1 week (8 or more days);
- over 2 weeks (15 or more days);
- over 3 weeks (22 or more days); and
- over 1 month (31 or more days).
The Life Guarantee starts the day after delivery, and may vary by the day of the week chosen.
Also indicated on the website is the "average product life" of products delivered to our customers over the past 7 days. The average life is further information that Ocado has (in the last 7 days) met the product Life Guarantee and by how many days. The average product life figure indicated on the website is rounded to the nearest 0.5 days. For example, where an average product life of 3.5 days is shown, this means that some of our customers received a 3 day product Life Guarantee and some received 4 days.
If you start shopping without booking a slot, you'll see Life Guarantees that are based on a delivery slot for the following day. To obtain a more accurate picture regarding the life of a product, customers are encouraged to book their delivery slot before filling their shopping trolley.
An example snapshot is displayed below.
Example (today is Friday)
If a customer has selected a delivery slot for Monday, then:
- A guaranteed life of 3 days means the product will expire on Thursday.
- An average life of 3.5 days means that last Monday, we delivered this product to customers with an average life of 3.5 days (rounded to nearest 0.5 day)
If a customer has not selected a delivery slot, we assume delivery is tomorrow (being Saturday for these purposes), so:
- A guaranteed life of 3 days means the product will expire on Tuesday.
- An average life of 3.5 days means that last Saturday, we have delivered this product to customers with an average life of 3.5 days (rounded to nearest 0.5 day)